Frequently Asked Questions

Placing an Order

 

Q) How can I track my order?

Ans: After ordering the product, you can track the shipment at http://drstore.in/trackorder. You will receive an E-mail on registered e-mail id containing shipment details such as courier company name and tracking number.  Or you can simply go to the “Track your order” option available on our website.

Q) Can I place an order without logging in?

Ans- You can choose to check out as a guest. You can view products and prices if you are not logged in as a registered user on DrStore.in. You will be prompted to enter your contact details while checking out and will be registered automatically during the process.

Q) I am unable to see my order details in my account. What should I do?

Ans- This usually happens when you place an order as a Guest without creating an account on our website. If you first create an account and then place the order, it will reflect under your account. However, you can still track your order status by following the mentioned steps:

  • Click on TRACK YOUR ORDER on the top of the website.

  • Enter your details (Order Id & Email Id)

 Q) How long does it take to deliver the Order?

Ans- It takes 4-5 working days to ship an order. Once shipped, a product should be delivered to you within 3 days. However, there might be some delay in delivery due to below mentioned reasons:

  • If the area where you live is very interior in the region.

  • Natural calamities like heavy rain, earthquake etc.

  • Political disturbance, National and Regional holidays etc.

 

Q) I missed the delivery of my order today so what can I do now?

Ans- We will call you and confirm your availability and reschedule the delivery for you.

 

Q) Can I accept the package after checking the contents of it?

Ans- Sorry, as per company policy, a package can’t be opened before delivery is accepted.

But you can accept the package & get in touch with us later in case you have any concerns.

 

Q) What should I do if my order is approved but not yet dispatched for a long time?

Ans- You can directly call or WhatsApp us on provided customer care number +91-8356844930 or mail us on info@drstore.in. We will look into the matter and resolve the issue as soon as possible.

 

Q) Can I change the delivery address for my order?

Ans – Yes, it is possible but you have to place a request on info@drstore.in within 24hrs after placing an order.

 Q) What should I do if a service center denied my request to repair the product?

Ans- Please contact our Customer Support with the service center details so that we can look into the matter.

 

Payment

 Q) What methods of payment are available to me?/How can I pay for an order?

Ans- We have an array of payment methods for you to choose from:

  • Online payment gateway, PayTm to make payments using a credit/debit card or via net banking

  • Cash on Delivery (COD) option for orders above Rs. 1000 available all over India.

  • Through NEFT/RTGS from your bank account directly to our Kotak Mahindra Bank account. Our bank account details are sent to you in the order confirmation email.

Whatever payment option you choose, you can be rest assured that our trusted payment gateway partners use secure encryption technology to keep your transaction details confidential at all times.

 Q) Is it safe to use my credit card or debit card on Drstore.in?

 Ans- Your online transactions on DrStore.in are secured with the highest levels of transaction security currently available on the Internet. All credit and debit card payments on DrStore.in are processed through a secure and trusted payment gateway.

 

Q) What happens if my payment doesn't go through when I'm paying through a payment gateway?

 Ans- A minimal level of transaction failure is associated with any payment gateway. Amongst the leading payment gateways, our chosen partner, PayTM has one of the highest success rates. Despite that, in case a payment is unsuccessful, DrStore.in will inform you on the phone and prompt you to try the transaction again. In the rare case when an order confirmation is not received by the website despite a successful transaction and payment deduction, please contact us on info@drstore.in and we shall endeavor to have the situation resolved at the earliest in conjunction with our payment gateway partner.

 

Q) Is Cash on Delivery payment method applicable to any amount?

The maximum order value for a COD transaction is Rs. 1000 and is strictly a cash-only payment. Please note that foreign currency cannot be used to make a COD payment. Only Indian Rupees will be accepted.

Q) Can I pay through a cheque or demand draft on delivery after selecting the COD option?

Ans- No, unfortunately, payment for the order can only be made in cash when you select the Cash on Delivery (COD) payment option.

Q) My payment process was interrupted. What should I do?

Ans- No need to worry! You can contact us to check if you’ve paid for the order. If your payment is successfully done, the order will be processed.

Q)Can I use any Debit card to pay?

Ans- We support major debit cards like VISA, Mastercard, Maestro, American Express etc.

Q) How can I order for large quantities of the product as part of a corporate order?

Ans- You can write to us at sales@drstore.in for your corporate requirements.

Q) How do I make a payment using DrStore credit card EMI option?

Ans- Once you've added the desired items into your cart, proceed to checkout as usual. When prompted to choose ‘Online Payment’, It will redirect you to the payment gateway and then select EMI option. Choose the bank and plan (3, 6, 9 or 12-month) of your choice and enter your credit card details. Once the payment is authorized, your order will be processed and shipped. You will need to pay the total amount, in the predetermined number of installments, as per your credit card billing cycles.

The minimum order value to avail the EMI payment option is Rs 2,000.

Cancellation and Refunds

Q) I have requested a replacement, when will I get it?

Ans- For Replacement request, you will have to email us at info@drstore.in. Our executive will get in touch with you regarding the same. The replacement is initiated after the originally delivered item is picked up/received. If you don't get the return within the promised date, contact us immediately.

Q) How do I cancel my order?

Ans-If you wish to cancel your order, please visit https://www.drstore.in/advancecancelorder/index/, enter your order number & email id with which you order the product.  

Q) How long will it take me to receive the refund for my return?

Ans- As soon as the refund request is approved, we will initiate the refund process & you will receive money in 6-7 working days.

Q) Why was my order canceled by DrStore?/Can DrStore cancel any order?

Ans- Your order may have been canceled due to any of the following reasons:

  • If the product is out of stock or is discontinued.

  • Inaccuracies or errors in pricing & specification information.

  • Unavailability of products – In exceptional cases, if a product runs out of stock with the vendor, the product will be canceled; however, remaining products of the order will be delivered.

  • If the procurement is taking longer than 7 working days and you are not willing to wait further.

  • Suspected fraudulent information.

We will inform you about the cancellation of your order and share details if the partial order or the order as a whole is canceled.

We shall contact you if any additional information is required to accept your order.

Q) Can I return a part of my order?

Ans- Yes, however that depends on the order. Kindly place your refund request at info@drstore.in and our team will coordinate with you.

Q) There is a delay in the refund amount to be credited to my bank account. Why?

Ans- If the buyer has received an email from our customer service team confirming the refund, please be assured that DrStore has initiated the refund request with our partner bank and will be processed shortly. However, if there has been a significant delay please feel free to write to us on info@drstore.in or call us on +91-8356844930 and we shall resolve your concerns.

Q) I do not wish to return the product anymore. What can I do?

Ans- Please write to us at info@drstore.in or call us on +91-8356844930 to cancel the return request specifying the details of the query and our customer service will act on it immediately.

Q) When can I cancel my Order?

Ans- Order can be canceled only before dispatch. Once canceled, the complete amount will be refunded.

Q) How long does it take to cancel an Order?

Ans- It takes 24hrs to cancel the order once the request is received on call.

  • Request received through emails will be fulfilled within 48hrs.

  • Orders will be canceled immediately if done via “my account” section.

Q) Can I return the product delivered to me?

Ans- Of course, a product can be returned but only under the following circumstances:

  • The product is physically damaged/defective. Kindly send the images of the same on info@drstore.in as soon as after delivery & we will get back you.

  • The wrong item delivered.

Q) What is the procedure to return a product?

Ans- Customer should follow the below-mentioned steps in order to Return any item.

  • The customer should intimate us through call/email within 7 days of receiving the order. The customer has to make sure that

    • A. The product is unused. Not even once

    • B. Brand packaging should remain intact.

    • C. The invoice should be available

    • D. All the tags/labels should be available

  • We will raise a request for Reverse pickup and try to arrange it from our end. Once arranged our courier boy will come to collect the product within 2 business days.

  • The customer has to make sure that he packs the product in a proper manner and paste the invoice on it. It should in logistic friendly manner.

  • Customer will have to hand over the product to the courier boy.

  • Once picked up product will be sent to us by the courier partner.

  • Upon receiving the product a Quality inspection would be performed over the product. It will take 2 days time.

  • If any damage/defect is found from DrStore end, we will try to arrange a replacement; however, it depends on the availability of the product.

  • In case of refund, money will be refunded to the customer.

In some cases where our Logistic Service Provider doesn’t provide reverse pickup facility, customer will have to send the product on his own to us only through India post at the below mentioned address once the request for reverse pickup is raised:

Once sent, customer needs to share the Courier slip along with the following bank details at info@drstore.in:

  • Account number

  • Account holder name (Same as registered with DrStore.in)

  • IFSC Code

  • Upon receiving the product a Quality inspection would be performed over the product. It will take 2 days time.

  • If any damage/defect etc is found from DrStore end, we will try to arrange a replacement; however, it depends on the availability of the product.

  • In case of refund, money will be refunded to the customer.

  • In case, the product doesn’t clear Quality inspection, we will re-ship the product to the customer and he will have to bear the courier charges for re-shipment in order to receive the product. No courier charges to send the product to us will be reimbursed.

 

Q) What should I do if I find the package open or tampered on delivery?

Ans- Sorry about that. Please get in touch with our customer care team at info@drstore.in or call/WhatsApp us on our helpline number 08356844930 between 9 AM and 8 PM.

 

Q) When can I get a refund of my Cancelled order?

Ans - Once canceled, the full amount will be refunded to the customer based on the payment mode chosen by the customer at the time of placing the order.

  • 1. Credit/Debit Card/Net Banking/Wallets – 7-14 business days

  • 2. If you have made the payment by NEFT and Cheque you need to share the below-mentioned details at info@drstore.in from your registered e-mail id.

    • Account number

    • Account Holder name

    • IFSC Code

    • Upon receiving the information, your refund will be processed in 2 business days and same will reflect in your account in another 2 business days.

Q) How can I know the status of my refund?

Ans- You will be notified via email once your refund has been processed.

        The following is the timeline for refunds

  • For cancellation before shipping, refunds are processed immediately.

  • If the order has been returned due to any other issue, we refund after we receive the item back at our warehouse and checked.

Q) What is DrStore's Replacement Guarantee?

Ans- If you have received a product in a damaged or defective condition you can return it to get the replacement for an eligible item. To check eligibility please mail us at info@drstore.in

Q) I have requested a replacement, when will I get it?

Ans- You can check the email & SMS which we send you as soon as a replacement request is approved for details of your pickup & replacement. Usually, it takes 7-14 working days.

Q) If I have ordered many items, can I return one or more items or do I have to return the entire order?

Ans- Return of an entire order is not necessary in this case. You can return one or many items in your order.

Q) Can I return the items after the policy period?

Ans-Sorry, returns are not possible after the policy period.

Q) What should I do if I have an issue with my product after the return policy period?

Ans- You can get in touch with the brand or an authorized service center of the brand to claim the warranty for your product if applicable. Or you can send us the query along with order details at info@drstore.in

Queries & Complaints

Q)  How can I submit a query/complaint? / How do I get in touch with DrStore Customer Care Support?

Ans-

  • Via Email - Write to us on info@DrStore.in regarding any queries/complaints that you might have

  • Via our customer care number – Call/WhatsApp us on 08356844930 to speak to one of our trained customer care representatives regarding any queries/complaints.

  • Via our Live Chat - Speak to our trained customer service executives OR Leave us a message if we’re offline and we’ll get back to you within 24 hours.

We will ensure that your queries/complaints are replied to within 24 hours and are resolved at the earliest.

Shopping

Q) Is it necessary to have an account to shop on DrStore?

Ans- No, It's not. You can check out as a guest but you will have to provide a valid e-mail, phone number, and address to send you the goods.

Q) Is installation offered for products?

Ans We offer installation for eligible products. Kindly contact our customer care.

Q) Does DrStore deliver products internationally?

Ans-We can only deliver bulk orders internationally. Kindly reach us at info@drstore.in /Live Online Chat/WhatsApp or call at 08356844930.

Warranty

Q) Is warranty applicable to products I buy on drstore.in?

Ans- All products bought on drstore come with manufacturer warranty. You can check with the manuals provided with the product or the manufacturer's website for information about a service centre close to you.

 

Q) The warranty card is not sealed on the product I bought. How do I claim warranty?

Ans- Most service centers accept a proof of purchase( i.e. original invoice ) as proof to provide warranty service. If you face any trouble please contact us for help at info@drstore.in

 

Q)  What is the warranty for the replacement I got? Will it be the same as the initial product?

Ans- Yes, the warranty for your replacement will be the same as your initial product.